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Öz

The purpose of this study is to determine the level of prosocial behaviors of hotel employees and to investigate the impact of prosocial behaviors of hotel employees on service quality. In line with the purpose of the study, a causal model consisting of prosocial behavior as independent variable and service quality as dependent variable was offered and the model was tested with multiple regression analysis. Previously developed scales were employed in order to measure prosocial behaviors and service quality. Purposive sampling was used and four and five star hotels’ employees in Nevşehir were included in the field research. Data were gathered from hotel employees with the help of a questionnaire. As a result of the research hotel business employees’ prosocial behaviors were found to be high. In addition, prosocial behaviors were found to have a decisive impact on the service quality

Anahtar Kelimeler

• Prosocial behaviors, Service quality, Employees, Hotel businesses, Nevşehir

Otel İşletmelerinde İşgörenlerin Olumlu Sosyal Davranışlarının Hizmet Kalitesi Üzerine Etkisi: Nevşehir Örneği

Öz

Bu çalışmanın amacı, otel çalışanlarının olumlu sosyal davranış düzeylerini belirlemek ve otel işletmelerinde çalışan işgörenlerin olumlu sosyal davranışlarının hizmet kalitesi üzerindeki etkisini ortaya koymaktır. Bu amaçla otel işletmelerinde olumlu sosyal davranışların hizmet kalitesi üzerindeki etkisini belirlemek için bir model önerilmiş ve bu model çoklu regresyon analizi ile test edilmiştir. Otel işletmelerinde çalışan işgörenlerin olumlu sosyal davranışlarını ve hizmet kalitesini ölçmek için daha önce geliştirilen ölçekler kullanılmıştır. Örnekleme yöntemi olarak yargısal örnekleme yöntemi tercih edilmiş ve alan araştırması kapsamına Nevşehir ilindeki dört ve beş yıldızlı otel çalışanları dahil edilmiştir. Veriler, dört ve beş yıldızlı otel işletmelerinde çalışan işgörenlere uygulanan anket tekniği ile toplanmıştır. Araştırma sonucunda otel işletmelerinde çalışan işgörenlerin olumlu sosyal davranışlarının yüksek olduğu tespit edilmiştir. Ayrıca, olumlu sosyal davranışların hizmet kalitesi üzerinde belirleyici bir etkisi olduğu ortaya çıkmıştır.

ABSTRACT
The purpose of this study is to determine the level of prosocial behaviors of hotel employees and to investigate the impact of prosocial behaviors of hotel employees on service quality. In line with the purpose of the study, a causal model consisting of prosocial behavior as independent variable and service quality as dependent variable was offered and the model was tested with multiple regression analysis. Previously developed scales were employed in order to measure prosocial behaviors and service quality. Purposive sampling was used and four and five star hotels’ employees in Nevşehir were included in the field research. Data were gathered from hotel employees with the help of a questionnaire. As a result of the research hotel business employees’ prosocial behaviors were found to be high. In addition, prosocial behaviors were found to have a decisive impact on the service quality.

Anahtar Kelimeler

• Olumlu sosyal davranışlar, Hizmet kalitesi, İşgörenler, Otel işletmeleri, Nevşehir

Kaynakça

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